Carrefour stimulates innovation through close collaboration with its partners - within a complex industrial environment
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2011 NR9
NoRTHERN
EUROPE
Carrefour stimulates innovation
through close collaboration with its
partners
Asco: RFID for asset management
within a complex industrial
environment
content editor’s note
03 vision on technology
Asco : RFID for asset management within a complex Dear Reader,
industrial environment (p3)
The Customer is king. It may be an old cliché, but truer today than
Traceability: Food for thought in fight to improve an
ever. Being in tune with what customers want or need is therefore
industry’s safety image (p4)
essential. It’s what Zetes strives to do and also what we see in
05 Vision on the market
our customers and the motivations behind their projects. How
Zetes expands its goods ID business to Africa (p5)
else can you keep a finger on different markets as they evolve?
Pharma giant Merck makes sense of voice and SAP in
Or understand how to benefit from the different technologies
warehouse (p5)
to choose from? This issue of Globe is dedicated to showcasing
Carrefour stimulates innovation through close collaboration
the relationship we foster with customers and how it helps them
(p6)
enjoy greater successes.
08 Success story
Belgian Sky Shops gets ticket to first class multiple process Embracing the challenges facing them, Carrefour, Asco and
management (p8) Belgian Sky Shops have decided their best way forward is
10 OPINION to nurture a close partnership with Zetes. As a result of a
Multinational projects: The cost of traceablity and visibility working group dedicated to optimising supply chain logistics,
takes centre stage (p10) Carrefour launched, amongst other things, a pioneering voice
ISO27001 is the de facto standard for good eID governance (p11) project. In-depth environmental analysis led Asco to introduce
11 miscellany an RFID system for asset management in a complex industrial
Who’s benefitting from auto-ID? (p11) environment. Belgian Sky Shops entrusted Zetes with an initiative
Diary (p11) combining voice picking, scanning, wireless infrastructure and
Contact a specialist (p11) SAP integration. Merck and Chronopost, our partner for 15 years,
12 The last word have implemented ID solutions against new, stringent traceability
Chronopost delivers parcels with competitive advantage as market legislation for the pharmaceutical and postal sectors.
forces bite (p12)
Inspired by our solutions for the pharmaceutical industry, we
assist customers by identifying ways to respond to challenges
Zetes UK - Maidenhead
in the food industry, highlighted by the German eColi crisis. And
Horizon - Honey Lane for central governments, for whom data protection requires the
Hurley
SL6 6RJ Maidenhead
utmost vigilance, Zetes has been awarded ISO 27001 certification.
UK
Tel: + 44 (0) 162.850.1800 At the same time, we are growing the Zetes network of
Fax : + 44 (0) 162.850.1896 subsidiaries for multinational customers seeking culturally
sales@uk.zetes.com
sensitive solutions. With the addition of ProScan, our network
This is the Northern Europe edition
of the Zetes newsletter. For more
expands to Africa, a continent where the potential for Goods ID
information visit www.zetes.com solutions is considerable.
Responsible Editor: Sarah Dheedene,
rue de Strasbourg 3, 1130 Brussels, Belgium
No matter how far our network reaches, we are committed to
staying close to our customers at all times and to keep on providing
you with the information that helps you to make a difference.
Happy reading.
Kind regards,
Alex Driesen
Senior VP
Northern Europe & South Africa
2
Vision on technology
RFID for asset management within a
complex industrial environment
The implementation of RFID allows Asco to
perform quick and efficient auditing
Manufacturing | Asset management How will you proceed with locating the supports?
Asco is a leading company in the development, production and Hervé Le Grand We have implemented fixed RFID readers fitted
processing of high-precision steel and titanium components for with proximity sensors. Positioned at the entrances and exits of
the aircraft industry. In spite of a complex production environment, the buildings, they have no footprint on the ground. This feature
the company was able to consistently improve the management makes it possible to ensure the safety of operators and prevent
of its machining supports with the aid of RFID. Hervé Le Grand, shocks. The use of two proximity sensors makes it possible to give
Fixture shop support at Asco, explains the advantages of using a certain idea of the movement of the part (incoming or outgoing)
this technology. and to trigger an alarm system in case of incorrect handling
(e.g. an “outgoing” object not relocated in another building after a
certain period of time has elapsed).
What is the problem that Asco faces?
Hervé Le Grand Asco deploys machining supports for the
production of mechanical parts destined for customers such as
“Whereas before it sometimes took
Airbus or Boeing. The company has more than 2,000 of them,
which require regular maintenance and audits. So it’s necessary a month and a half to answer a
to be able to identify them, keep a maintenance record to know customer’s request, today it’s just
when the next service is due and to be able to locate them easily.
24 hours”
How were the supports managed before the implementation of
What benefits do you gain from the solution today?
RFID?
Hervé Le Grand Our processes are fully automated and can rely
Hervé Le Grand The parts were identified using a number but it
on real time information updates. What’s more, the ID card of
wasn’t unique to each part. It designated the type of tool combined
each tool is located in a unique database, accessible to everyone.
with operation type. What’s more, the information was encoded
When audits are conducted we can extract lists very quickly.
manually in the databases, which led to mistakes. In the end, it
Whereas before it sometimes took a month and a half to answer a
was sometimes difficult to locate the tools in the various buildings
customer’s request, today it’s just 24 hours.
on the company site. New supports were sometimes produced
even though it wasn’t necessary and time wasted in trying to find And finally, it makes it easier to organise the work. Every month,
the parts affected production. the supervisor of each building receives his own list of machine
tools to be serviced.
You decided from the outset to implement RFID. Why?
Hervé Le Grand We immediately thought of RFID because of Zetes-RFIDea has been selected to implement this project at
potential to increase process automation and localisation. Asco. “Zetes-RFIDea presented a number of important assets,”
However, given Asco’s complex industrial environment, a complete explains Hervé Le Grand. “First of all, its offer covered the
audit was necessary before making the final decision. analysis as well as project implementation, support and services.
Moreover, after comparing proposals from several providers, it
What difficulties were encountered during implementation and appeared that the analysis made by Zetes-RFIDea was also the
how were they resolved? most relevant. Finally, working with an integration expert such
Hervé Le Grand We had to ensure tags were resistant to extreme as Zetes has allowed us to get the necessary abstraction level in
conditions such as splashes of molten metal and the continual relation to the different hardware providers.”
use of cutting oil. What’s more, the supports were made of
RFIDea, a Belgian company specialised in RFID, was integrated
solid stainless steel, a major obstacle to reading information
within the Zetes Group in 2011. This acquisition reinforces the
properly using radio frequencies. So we tested a dozen tags in
Group’s capabilities to implement projects that integrate RFID
various conditions for 30 to 40 days, 24 hours a day. Only two tags
with other technologies.
responded to the qualifications and we finally decided in favour of
Omni-ID’s Maxtag RFID UHF Gen2 IP65 tags.
| more info ? | to contact a specialist, see p11
3
Vision on the technology
Food for thought in fight to improve an
industry’s safety image
Pharma sector’s track and trace
with serialisation could prevent eColi
repeat for food producers
Food & Bev | Manufacturing Identifying individual food units can be a challenge for producers
Food producers are in the spotlight after Germany’s eColi and retailers due to their small sizes or shapes. Applying solutions
outbreak. New research published in The Grocer has highlighted created for pharma specialists creates several accessible models
how, due to worries about fresh fruit and vegetables, consumers for labeling even single cucumbers.
are more careful about washing and preparation. Pascal Durdu
discusses how better traceability could help the food industry
“Applying solutions created
repair its damaged image.
for pharma specialists creates
One of the key benefits of traceability is the ability to quickly
isolate and identify sources of contamination and in turn, conduct several accessible models for
a targeted recall. This avoids tarnishing an entire industry’s labeling even single cucumbers”
reputation and having food products become ‘tainted’, which
mean significant economic losses for producers and retailers How the technology works
alike. Currently there is no legislation at European level requiring A unique, serialised number is generated and applied as a
food companies to introduce internal traceability. However barcode label in real time to products either at the unit or
regulators agree that such systems would save costs in terms of carton level. Next generation barcodes, such as the Databar or
time to complete a withdrawal and also would avoid unnecessary Datamatrix, are used because of their smaller size and ability
wider disruption. to hold detailed information. After labeling, barcodes are read
at different stages in the supply chain, original data is captured
Lessons from pharma
and new information added to enhance the audit trail. For
Applying solutions employed by the pharmaceutical sector, food
instance, cold chain management information such as external
manufacturers could benefit from lessons already learned. As a
environmental conditions and possible contamination risks
result of pharma’s new CIP13 regulations, some companies have
during transportation.
enhanced product traceability and now capture product serial
number, lot number and expiry date using Datamatrix barcodes An alternative to print and apply labeling are re-useable plastic
on packaging. crates marked with a randomly generated identifier stored on an
RFID tag. This method can make it easier and more cost effective
Although many food producers have introduced some traceability,
to serialise product units because only one investment in a re-
they typically only track ‘lot’ numbers. At this level it’s usually not
useable RFID label is required.
possible to conduct a swift recall because ‘lots’ refer to production
sites and comprise hundreds of individual cartons, making it When shelf lives are shorter
difficult to isolate problems. It’s important to track goods at a Strawberries provide a useful example to illustrate the benefits of
higher unit level or know what might have impacted the goods’ tracking additional cold chain data. Consider a situation whereby
external environment at different stages in the supply chain. And half the cartons in the lot spent too long sitting in the dispatch
this requires tracking individual cartons or cases. area at high temperatures before delivery. The single lot contains
strawberries with different actual shelf lives, in spite of what’s
printed on the packaging. If data were available alerting the
retailer to possible quality compromises or contamination risks
during transportation, it would highlight that the FIFO (first in first
out) method of stock rotation is not always the best.
Traceability as differentiator
Too often, traceability is viewed as a cost and compliance issue - a
punitive measure - when it is a means of competitive advantage
and opportunity to improve supply chain processes. Return on
investment is fast and the added value delivered will sustain a
business long after initial outlays are recouped.
For producers of premium foods or retailers looking to differentiate
own label brands, traceability guarantees authenticity and quality
One of the key benefits of traceability is the ability to quickly isolate and
to the consumer.
identify sources of contamination and in turn, conduct a targeted recall
| more info ? | to contact a specialist, see p11
4
Vision on the market
Zetes expands its Goods ID business to Africa
Alain Wirtz, CEO of Zetes, explains the great potential behind the
acquisition of South-African ProScan
All sectors | Multinational projects
Why did Zetes choose Africa as the first continent after Europe to
extend its Goods ID activity?
Alain Wirtz Africa offers strong development potential, with
double digit growth rates expected for South Africa and the sub-
region (South African Development Community) for the coming
years. With its abundance of raw materials, African countries also
have enormous needs for traceability and supply chain solutions.
Moreover, Zetes knows this continent very well as the company is
already very active in Africa, with its People ID solutions. For all
those reasons, it is a natural expansion for us.
Why did you choose ProScan?
Alain Wirtz First of all, its geographical location, in South Africa,
was an important argument, as this strategic position offers
a perfect entry point to the whole sub-Saharan zone. Besides
that, ProScan holds a dominant position in its domestic market,
and has a portfolio of solutions which is very similar to Zetes’. ProScan holds a dominant position on its domestic market, and
has a portfolio of solutions which is very similar to Zetes’
They have a strong management and a solid team of 170 people,
distributed over 4 sites in South Africa: Johannesburg, Cape Town,
Durban and Port Elizabeth. They also have a number of important chains are getting ever more global, multinationals are looking
references, especially within the manufacturing area. Finally, they for “glocal” solutions: a global approach with local services
share the same business vision as Zetes and we think they will and support. That is what we have been offering them with our
integrate very well into the Group. network of subsidiaries around Europe for many years and now,
this offering is extended to a new continent. In Asia and America,
Is there any benefit for Zetes’ European customers with this ex-
we have an alliance with the leaders in these markets. As the
pansion?
auto-ID market is very fragmented, we are the only company in
Alain Wirtz There certainly are benefits for companies operating
the industry which is able to offer this level of service.
on both the European and the African continents, as we will be able
to offer them the same level of services everywhere. As supply | more info ? | to contact a specialist, see p11
Pharma giant Merck makes sense of voice and SAP in warehouse
Patients, pharmacies and hospitals receive stocks, including medicines, in
fraction of the time
Pharmaceutical | Warehousing shipping of pharma products to pharmacies and hospitals quicker
Global health company Merck’s Portuguese warehouse carries and accurate. Overall, warehouse planning is more effective and
out 9,000 warehousing operations across 30,000 product lines streamlined. Individual operators work faster, with greater ease
each month. Operators handle four types of merchandise typical and greater job satisfaction.
to pharma companies including promotional stocks, inventory | more info ? | to contact a specialist, see p11
from partner companies and chilled goods.
Previously, movement of goods was performed using fixed or
mobile terminals scanning barcodes but it was time-consuming
as operators could not work hands and eyes free. Added to this,
their estate did not comply with Merck’s safety requirements.
Luis Azevedo, Merck’s IT Manager said, “Barcode readers slowed
picking down and goods often arrived without barcodes, causing
delays as new labels needed creating for pallets and boxes.”
Merck improved its warehouse with a voice solution to optimise
goods receiving, put-away, replenishment and picking. Zetes
Burótica integrated the 3iV Crystal voice solution with SAP WM.
8 operators now use mobile voice terminals and headsets, via 8 operators now use mobile voice terminals and headsets, via
which they receive and confirm real-time orders. This makes which they receive and confirm real-time orders
5
Vision on the market
Carrefour stimulates innovation through
close collaboration
The “Cerle d’utilisateurs”: a collaboration
group with the aim of building a supply
chain with high added value
Retail | Warehousing | 3PL
What prompted the creation of the ”Cercle d’utilisateurs” ? When Carrefour at a glance
was it established? N°2 distributor worldwide
Olivier Dibon, Logistics Expert - Supply Chain Management - N°1 distributor in Europe
Carrefour Group The “Cercle d’utilisateurs” IWMS (Intelligence
4 formats
Warehouse Management Service User Group) was set up as part
- hypermarket
of Carrefour’s global strategy, which is underpinned by three
pillars: customer culture, transformation and innovation. To - supermarket
better serve our customers, we have to constantly rethink and - convenience stores
improve our processes. This is what prompted our alliance with - cash & carry
Zetes a few years ago, hinged, at the time, around the installation
112,245 billion € in turnover incl. tax by all brands in 2010
of voice solutions. In order to take a more in-depth look at supply
chain efficiency, we realised it was necessary to directly involve 41K + employees
our logistics service providers. Support for this idea grew rapidly
thanks to the enthusiasm of our partners and the first meetings
took place in 2010.
“We need to think differently
What are the goals pursued?
Olivier Dibon Carrefour sees it as an opportunity to share
and find new uses for existing
experiences, knowledge and good business practice. We want to technologies”
sit down together and explore new strategies for improvement.
The goal is to identify solutions that meet the problems faced Innovation is also a key element in our discussions. We need to
by all concerned and that, in turn, generate efficiencies for all think differently and find new uses for existing technologies. In
concerned. They must meet a concrete need expressed by the this respect, the alliance with Zetes is particularly rewarding. Not
members of the Group. Moreover, to secure the Group’s dynamism only does Zetes have in-depth knowledge of our processes but,
and to guarantee acceptance of the initiatives, we also insist that furthermore, it knows its way around all the auto ID technologies
the solutions put forward are easy and fast to implement. available on the market. Carrefour wants to know about the
types of technologies able to provide answers to different
problems, whether these technologies can be of use to us and,
if so, where they will generate profits. We try to discover whether
new technologies can result in the introduction of new business
processes.
In addition, innovative and profitable as they may be, the solutions
put forward must also take into account the user, and offer added
value to operational staff.
What are the advantages of involving logistical service providers
in discussions on supply chain optimisation?
Olivier Dibon Because we want to offer a flawless service to our
end customers, we have the same demands of our partners.
However, this is a win-win partnership. On the one hand, we sit
down together to find strategies for improvement, which is more
effective than thinking alone in your own corner. On the other
hand, these meetings allow participants to have faster access to
the latest evolutions in the field of processes and technologies.
Carrefour’s supply chain performance depends on the
Carrefour sees it as an opportunity to share experiences, knowledge and
good business practice. performance of our logistical service providers. We try to identify
6
Vision on the market
weak links in the chain, working on them in order to convert them
into a competitive advantage.
How important is innovation within the Carrefour Group?
Olivier Dibon Innovation is an essential component of Group
strategy. If we want to deliver the best service and be competitive,
we cannot simply follow market trends. We have to be the
forerunners. That is why we have also set up another think tank:
CILTEO (Comité d’innovation logistique au service de l’excellence
opérationnelle). This is specifically geared towards voice and
brings together Carrefour, Zetes and Vocollect. We realised that it was possible to go even further beyond the results already
obtained with voice and, therefore, to generate additional gains.
“We have developed a solution that
takes voice to a new level, which is Carrefour and Zetes – one voice
based on the use of a colour code When did the cooperation between Carrefour and Zetes get off
the ground?
and ensures the reliability of an Olivier Dibon Zetes steered us through voice when it was still in its
order” infancy within the company. At the time, Carrefour’s decision was
triggered in particular by the fact that Zetes was the only software
However, innovation does not come without certain risks, as the publisher in this field, which presented many advantages at
business case must be created for one solution or another. Once the time of the integration. Zetes thus became the Carrefour
again, this is where our alliance with partners plays a key role. integrator for all of the Group’s French warehouses and remains
When we want to test the solutions identified by one or other think our strategic partner in all the other countries where the Group
tank, their participation is essential. is present. We consider our partnership to be very important and
Have concrete projects already been rolled out? wide ranging.
Olivier Dibon Via CILTEO, we have developed a solution that takes What does Carrefour hope to gain from this partnership?
voice to a new level. It is based on the use of a colour code that, Olivier Dibon When we enter into this type of cooperation, we
combined with the numerical confirmation code, makes it possible cannot think in the short-term. We are nurturing a mid-term
to ensure the reliability of an order. This solution was developed to relationship. We do not expect Zetes to simply implement an
answer to 3 different needs. First of all, we wished to stabilise the order that we bark out. We want its teams to accompany us in
process of guaranteed delivery. Additionally we were looking for our processes and make proposals, so that they help us find
a solution that allowed us to change check digits without having the growth drivers that will allow us to meet the demands of
to rely on a high level of input from other departments within the our sector. And it is this support role that Zetes plays within the
organisation, or involve heavy workforce resource utilisation. “Cercle d’utilisateurs” IWMS.
Finally, it was necessary to avoid operators memorizing the check
digits. Using colour codes has allowed us to answer to all those
Is this solution already being used?
challenges which is efficient and easy to deploy.
Olivier Dibon This is where it becomes important to involve
While the advantages of voice for order taking are undeniable, we logistical partners in our initiatives. One of them has provided its
therefore realised that it was possible to go even further beyond warehouse and resources in order to set up a pilot project, which
the results already obtained and, therefore, to generate additional will serve as a business case for other partners. The solution was
gains. installed in August of this year. We hope that the results obtained
will allow us to convince other service providers of the need for
innovation and change in our sector and quickly move in this
direction.
| more info ? | to contact a specialist, see p11
7
Success story
Belgian Sky Shops voice the appeal of first
class process management
Supplies of airport shops rely on a wide-
ranging RF and voice system to handle
large number of complex operations
Airports | Retail | Warehousing Data was then synchronised and a dispatch statement printed
Founded in 1958, Belgian Sky Shops operates a chain of stores out. Geert De Belie said: “The PDA system was in urgent need
in Zaventem and Charleroi airports. Its centre of operations, of replacement. Screens (monochrome and worn) were not easy
from which goods are despatched to the shops, is located near to read, pickers couldn’t work with both hands free and in the
Zaventem airport. In January 2009, the company adopted a voice end it became impossible to find spare parts. At that time I was
stock picking system in order to facilitate and speed up the already following developments in voice picking systems. Since
preparation and distribution of thousands of orders. Belgian Sky the IT management system had just been replaced, I thought it
Shops appointed Zetes Belgium to roll out the system. would be the ideal opportunity to introduce voice technology to
our company.”
Project group
Belgian Sky Shops’ logistics team manages all supply chain
processes, from the point of delivery until goods are stacked on
“analysis started at the end of
airport shop shelves. “In October 2007, we decided to completely August 2008 and the application
replace Belgian Sky Shops’ old management system with SAP. was ready for testing by mid-
The new system had to be up-and-running by January 2009 and
we therefore set up a project group in April 2008 to ensure a
November”
smooth transition,” explains Geert De Belie, Head of Logistics,
Highly varied processes
who is responsible for all logistical operations at Belgian Sky
One of the biggest challenges facing Belgian Sky Shops’ logistics
Shops.
was due to the sheer diversity of their processes. Goods such as
Before switching to a voice-operated system, the order pickers clothes or perfumes are processed in a very different way to books
at Belgian Sky Shops used PDAs, which worked with an interface or fresh foods for example. Geert De Belie said: “This meant we
based on the old system. Pickers could upload an order, and then had to find a flexible system, capable of handling a large number
remove the relevant quantity of articles displayed on screen. of processes. To begin with, we wanted to install an independent
WMS system but, in view of the cost and complexity inherent in the
three systems and the very short roll-out deadline, we decided
to operate the voice system on SAP’s WMS system. This at least
allowed us to disable one of the interfaces.”
After detailed analysis, Zetes developed two applications for
Belgian Sky Shops: one which scanned goods before delivery
and another without scanning for order picking. Jean-Paul Van
Mechelen, project manager at Zetes said: “Before being picked,
goods must be stored in the right place. We therefore developed
an RF transaction for putting away stock in the warehouse using
scanning. In parallel to this, a voice system was installed for goods
picking. The goods put-away application using an RF scanner
and the picking of goods by voice are the lynchpins of the system
installed at Belgian Sky Shops. Several additional applications
have also been developed, such as a bin-to-bin application, which
allows stock to be moved around in the warehouse, as well as a
stock inventory application.”
Pick-and-Pack
There was one particular problem with picking clothes and books.
Most of the articles in the warehouse are given a specific number,
Belgian Sky Shops adopted a voice stock picking system in order to facilitate but an article of clothing can have varied characteristics – colour
and speed up the preparation and distribution of thousands of orders.
or size, for example. This means the same item of clothing can
8
Success story
have different sorting numbers depending on the colour or size.
Books also have their own sorting system. Apart from a handful
of best-sellers, most of the titles come in only once. They stay no
more than two or three weeks in a particular position before being
replaced by a new title. It is not rare therefore to find several titles
in the same position. To solve this problem, the order picker can
ask the system exactly what title he has to select. For clothes and
books, a barcode scanner further aids picking. The scanner and
the headset communicate with the hardware via Bluetooth.
“the system has been adapted to
cope with storing both books and
clothing”
Another specific feature of Belgian Sky Shops’ logistics processes
is Pick-and-Pack. This makes it possible to pick goods, which
are then directly placed in plastic bins. For transport, these bins
are placed in rolling containers, one for each shop. Containers
and bins are each given a unique number by a voice command
(Handling Units). When the containers are full, they are almost
The pickers can work with both hands free, which is much more convenient
immediately placed on trucks that are constantly shuttling than with the portable terminals we were using previously
back and forth between the Belgian Sky Shops warehouse and
The solution at a glance Zaventem airport. The unique identification number on the bins
makes it much easier to trace articles in the shops.
Corner stones of the system
- Voice solution for order picking Flexibility and professionalism
- Voice solution combined with barcode scanning for special Geert De Belie said, “Something that really amazed me was the
items speed with which Zetes rolled out the voice application. In fact,
the analysis only started at the end of August 2008, and the
- Barcode scanning for put-away
application was ready for testing by mid-November. After going
Extra applications
into production on 1 January, we had a few teething problems, but
- Bin to bin application for warehouse stock movements
they were quickly solved. At present, we are still having difficulties
- Stock inventory application caused by SAP: we are still looking for the right configuration
- Pick & pack application for order picking for optimum ‘collaboration’ with the voice client. The pickers
Integration are also delighted with the system. In fact, they can work with
- Integration with SAP both hands free, which is much more convenient than with the
Benefits portable terminals we were using previously. What’s more, I really
- Enhanced traceability appreciated Zetes’ flexibility, professionalism and availability.
Bearing in mind the various processes in our organisation, Zetes’
- Better user ergonomics
speed and accuracy are all the more remarkable.”
- Easy handling of special items (books, clothes, etc.) during
order picking
| more info ? | to contact a specialist, see p11
- Quicker and easier order preparation
9OPINION
The cost of traceability and visibility takes
centre stage
International companies need consistency
and local ‘know-how’ to get data capture
economies of scale
Driving consumer interest in traceability is a desire for information
on the origins of branded products to affirm authenticity and
constituent raw materials. This is because globalisation has
brought a tendency for manufacturers to revert to becoming
‘brand owners’, sub-contracting production to sometimes
unscrupulous, lower cost developing economies.
International companies benefit from a consistency of approach
Companies implementing data capture systems internationally
have multi-layered objectives. At one level is the desire for
improved productivity and local data accuracy as the foundation for
effective ERP systems. For global companies, once data capture
is organised in one country, others follow for consistency. Even in
regions where investment in auto ID technology is not governed
by a desire to reduce labour costs, operational consistency and
quality of distribution dictate the pattern.
Jan Vermeesch is VP of Multi National Accounts at Zetes
This was the experience of retailer DIA, part of the Carrefour
Multinational projects | Delivery, implementation, services group, who implemented voice picking to implement process
& support improvements and manage variable costs. Today, DIA has more
than 2,900 operators working with voice in 38 warehouses across
Globalisation offers the advantages of selling products across
the globe. Zetes started the roll out in Europe, closely followed
international markets and lower cost manufacturing. This in turn
by 2 other continents where the technical implementation was
has created a greater need for traceability, supply chain visibility
completed with local partners. In Asia and Latin America, whilst
and collaboration, with IT systems spanning global operations,
labour costs were not a concern, data consistency and accuracy
either through a single unified platform or interlinked systems.
was, as this had an impact on stock control and customer
A consistent approach to data capture is crucial to controlling
satisfaction. Voice picking provided an ideal solution and was
costs associated with supplier management and supply chain
added to improve order preparation tasks.
performance. Jan Vermeesch discusses each factor in turn
sharing Zetes’ first hand experience and offers advice on how to Improved supplier management means better cost control
manage any issues. The investment required to implement data capture across multiple
regions can quickly spiral. Companies need to balance a need
for local management input and internal commitment, cultural
“A centrally designed strategy, sensitivity and local technical support at the operating company level
adapted, implemented and with the opportunity to benefit from single source purchasing, central
supported locally, is cheaper visibility and consistent deployment within the project framework.
for customers and offers many A centrally designed data capture strategy, adapted, implemented
and supported by local delivery teams, is cheaper for customers
benefits, such as faster project and offers many intangible benefits including faster project
implementation speeds” implementation speeds since lessons learned are re-applied.
Service delivery management is consistent across different
‘Always on’ information availability (a.k.a. Visibility) regions allowing for uniform KPIs and optimum efficiency levels.
Suppliers need traceability to drive logistics efficiency, quality And since fewer internal resources are required to manage
and visibility. Provided data is captured in the right format, at the supplier relationships, costs are lower.
right time and available to the rest of the business, it’s possible Think global, act local
to benefit from ‘always on-line’ information. This creates an early Companies stand to gain significant benefits from a technology
warning system to reduce out-of-stocks, shrinkage or delivery partner able to balance a standardised approach with local
problems and enable targeted recalls. Data capture systems cultural sensitivity, project deployment and support capacities.
provide ‘glue’ connecting an ERP system across its international
constituent parts, giving real time visibility and more informed | more info ? | to contact a specialist, see p11
decision-making.
10OPINION
ISO 27001 is the de facto standard for good e-ID governance
Security central when handling personal data
People identification | security Since April 2010, Zetes began offering such tight guarantees when
e-ID - electronic passports, national identity cards, visas and it became one of the only Belgian companies awarded ISO27001
for documents to support online voting - is increasingly used by certification. To date, Zetes has worked with governments in
governments worldwide. Belgium, Portugal, Israel and Côte d’Ivoire to implement secure
e-ID solutions.
However whilst the cost benefits are clear, electronic storage and
exchange of highly sensitive data present serious risks from cyber | more info ? | to contact a specialist, see p11
crime, hackers and simple human error. Documentation must be
secure and personal information encrypted to safeguard against
identity theft.
ISO 27001 has arisen as the de-facto standard to ensure
international best practice Information Security Management
Standards (ISMS). It requires more than 130 criteria to be met
and acts as an important safeguard and differentiator among
suppliers of people ID solutions.
“For the user, ISO 27001
certification means proof of
reliability which is crucial when
managing population databases”
In addition to protecting stakeholders from high profile threats
such as organised crime, it minimises the risk of financial losses
caused by system failure or data being lost.
“For the user, ISO 27001 certification means proof of reliability
which is crucial when managing population databases. It means
data is held securely, cannot be compromised and that e-ID
documentation cannot be counterfeited,” says Ronny Depoortere, Documentation must be secure and personal information
VP of People ID at Zetes. encrypted to safeguard against identity theft
miscellany
Who’s benefitting from Auto-ID? Diary Contact a specialist
Fresh produce contractor Valefresh RFID & WIRELESS INFRASTRUCTURE
SAP UK and Ireland User
A wireless data capture system integrated with Eddy van Herbruggen
Group Conference
SAP helps ValeFresh to get real time visibility Specialist ImageID, RFID & wireless infrastructure
20-22 November 2011
on production lines and experience significant eddy.vanherbruggen@zetes.com
reduction in labour and production costs Birmingham Metropole Hotel, +32 476 421597
Birmingham – United Kingdom
Game expert Hasbro SERIALISATION & TRACEABILITY
A warehouse optimisation system based on Logística Farmacéutica Pascal Durdu
29 November 2011 Innovation & New Solutions
RF and forklift terminals has helped Hasbro pascal.durdu@zetes.com
Ireland, manufacturer of board games like Madrid - Spain
+32 473 55 86 23
Monopoly, Connect 4 and Operation, to deliver
improved operational efficiency within the Logimat VOICE
dispatch area. 13-15 March 2012 Sathish Sastry
New Stuttgart Trade Fair Centre Head of Zetes Voice Innovation Centre
Spa Grand Prix Stuttgart - Germany sathish.sastry@zetes.com
An RFID solution helps to automate access +31 20 888 41 66
control for more than 150,000 visitors and The Retail Forum
MULTINATIONAL PROJECTS
to detect counterfeit tickets at Belgium’s F1 25 April 2012 Jan Vermeesch
Grand Prix. Whittlebury Hall, VP Multi-National Accounts
Toaster – United Kingdom mna@zetes.com
+32 475 230 716
Discover Zetes’ new websites
GENERAL CONTACT DETAILS
ZETES’ 13 new websites, tailored to local Graham Jones
market and industry needs across EMEA, +44 (0)1628 501 841
allow visitors to easily identify which auto-ID graham.jones@uk.zetes.com
solution fits their needs. Corporate website:
www.zetes.com
11The last word
Chronopost delivers parcels with
competitive advantage as market forces bite
A new Proof of Delivery Solution means
full traceability and driver accountability,
real-time information and better customer
service
What is your relationship with Zetes?
Paulo Rosa Zetes has been our data capture partner for 15 years
and it is fair to say this Proof of Delivery system has become a
pillar of our IT systems. Our clients want services based on
information, innovation, flexibility, integration, quality, efficiency
and reliability – all of which depend on Auto ID solutions.
How have things changed?
Paulo Rosa Now, deliveries and work processes are recorded
through the system, giving visibility and traceability of packages
and field employees at any time. Service quality has improved
because warning messages are sent to drivers to ensure
Deliveries and work processes are recorded through the system, giving deliveries are made on time and information captured is complete.
visibility and traceability of packages and field employees at any time In addition, time to complete individual tasks, for example, to
capture a signature, has been cut. Communication has improved
Postal services | Transport & logistics as drivers are linked to the central traffic control system, which
Paulo Rosa, Director of Chronopost’s Information Systems makes it possible to share knowledge and access GPS data in real
explains how the system has benefited their business. time throughout the day. As part of daily procedures, the system
checks the accuracy of data scanned and entered into each PDA,
How has the postal sector changed in recent years?
to eliminate errors which create quality problems and mean
Paulo Rosa As the postal industry adjusts to deregulation,
lower customer service.
introducing new and improved services that differentiate us and
add customer value is a priority for Chronopost in Portugal. In a
service based business like ours, improving customer satisfaction “99.2% of parcels now have a
levels hinges on having accurate information, available on-line
and in real-time. It means having transparent service delivery for
complete delivery record”
customers and greater accountability for field based workers.
Has the system improved driver accountability?
How does the ePOD solution help you achieve this? Paulo Rosa Yes, daily workflow is more organised and accurate.
Paulo Rosa We deliver around 8.5 million packages each year and Each morning, operators receive clear instructions regarding
the system helps us by significantly improving service quality, tasks to execute and during the day, data for each process, from
internal process control and reducing costs. It has also helped order pickup to shipping and final delivery, is captured from 2D
transfer some of the onus for organisational efficiency onto barcodes. In addition, because the system monitors each journey
clients, which means we are competitive, innovative and can completed, operators are accountable for performance levels and
increase market share. Our operational systems have become benefit from improved safety. An in-built GPS receiver optimises
more environmentally friendly. As a sector postal companies driver delivery routes and means service quality, total cash
are very paper intensive and although this is still a legislative collection levels and fuel consumption can be monitored.
prerequisite, because the ePOD solution captures data at source
What do your customers think of ePOD?
using mobile PDAs, we can minimise our reliance on paper-based
Paulo Rosa The benefits of Chronopost’s Proof of Delivery
procedures.
solution for the end customer are clear and we know they
What are the main drivers behind your investments? appreciate the investment we’ve made. 99.2% of parcels now have
Paulo Rosa When we invest in IT, although we look for a direct a complete delivery record and we can offer greater visibility and
payback and a certain level of return on our investments, we also traceability of parcels in transit. The system is also more flexible
regard customer satisfaction as revenue. The higher customer and customers can change the original point of delivery planned,
satisfaction we have the higher growth rates we will achieve. But allowing packages to be collected at a convenient time or place.
since we are innovators rather than followers our investment In the end, next day delivery is now a commodity and we are well
projects need to set us apart from competitors and help us aware of that fact - it’s what drives us to continue innovating and
differentiate our services. be the best at what we do.
| more info ? | to contact a specialist, see p11
www.zetes.com | always a good id
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